Customer Relationship Management

Baptiste GC made this Freedom of Information request to Waveney District Council

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was successful.

Dear Waveney District Council,

I am currently conducting research for a Masters Degree in Computing, and kindly request you respond to the questions below, under the Freedom of Information Act.
If you cannot provide an answer to one question, please state so and respond to the others.
Q1. What is the full official name of the Authority?
Q2. How large is the Authority in terms of population?
Q3. How large is the Authority in terms of geographical boundaries?
Q4. How many information systems / databases does the Authority use?
Q4a. How many of those are stand-alone (i.e. do not interact with any other information system)?
Q4b. How many of those interact with at least one other system (e.g. using API calls)?
Q4c. Are the systems mainly centered around Residents or Properties?
Q5. What services are provided to Residents by the Authority (e.g. Taxi Licensing, Waste, Education, Planning Applications, etc.)
Q6a. Does the Authority have an online portal for Residents?
Q6b. If it does, what is the uptake (as a percentage) across the authority?
Q7. What percentage of services in Q4 are accessible to Residents online using Single Sign On (SSO) on the portal?
Q8. What was the Authority’s annual spend for 2017-18?
Q9. What was the Authority’s annual spend for 2017-18 for software licensing?
Q10. What was the Authority’s annual spend for 2017-18 for payroll of employees, agency staff, and contractors?
Q11. Does the Authority use a Customer Relationship Management (CRM) System?
(if Yes answer Q12 and Q14, if No answer Q13)
Q12. If the Authority has a CRM system:
Q12a. When did the CRM system go Live?
Q12b. How long did the implementation take?
Q12c. What were the main obstacles encountered to the implementation? (See "CRM Challenges" below, please state all that apply)
Q13. If the Authority does not have a CRM system:
Q13a. Has the implementation of a CRM ever been considered?
Q13b. If Yes to Q13a., what were the reasons for not proceeding? (See "CRM Challenges" below, please state all that apply)
Q13c. Has the implementation of a CRM ever been planned or undertaken, but subsequently abandoned?
Q13d. If Yes to Q13c., what were the reasons for the failure of the project? (See "CRM Challenges" below, please state all that apply)
Q14. Are the IT systems centred primarily around Residents or Properties?
CRM Challenges
Integration of different data sources into a single system
Training users to effectively use the solution
Participation of different departments within the authority
Integration with existing back-office applications
Promoting Usage
Funding
Other (please specify)

Yours faithfully,

Baptiste GC

FOI, Waveney District Council

This is an automated response confirming receipt of your email by Suffolk
Coastal and Waveney District Council’s FOI mailbox.

Thank you contacting us. We aim to make an initial response to all emails
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If you have made a request under the Freedom of Information Act (FOI) or
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on our the Council’s [1]FOI & EIR webpage.

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For more information please see the Council’s [4]GDPR privacy notices, in
particular the Customer Services notice.

 

Regards,

 

Sara, Helen and Rachael

 

The Customer Experience Team

Customer Services

Suffolk Coastal and Waveney District Councils (in partnership)

On 1 April 2019, we will become East Suffolk Council – a new ‘super
district’ authority, serving the residents, businesses and communities of
both Suffolk Coastal and Waveney.  Importantly, it will be business as
usual and the high quality services you receive from us will not be
affected.

[5]www.eastsuffolk.gov.uk

 

 

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FOI, Waveney District Council

5 Attachments

Dear Baptiste GC

 

Thank you for contacting us. Without your full name, your request is not
valid under the Freedom of Information Act.

 

Please could you confirm your first name and surname? When we receive this
we will log your request.

 

Regards

Helen

 

FOI Team
Customer Services
Suffolk Coastal and Waveney District Councils
Tel: 01502 523389

[1]mailto:[Waveney District Council request email]

On 1 April 2019, we will become East Suffolk Council – a new ‘super
district’ authority, serving the residents, businesses and communities of
both Suffolk Coastal and Waveney. Importantly, it will be business as
usual and the high quality services you receive from us will not be
affected.

[2]www.eastsuffolk.gov.uk

 

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Hello Helen,

My full name is Baptiste Guittet

Yours sincerely,

Baptiste

FOI, Waveney District Council

5 Attachments

Dear Baptiste,

 

Thank you for your request, which we have given the above reference
number.

 

Your request will be dealt with under the terms of the Environmental
Information Regulations 2004 (EIR) and/or Freedom of Information Act 2000
(FOI) and will usually be answered within 20 working days.

 

If your EIR request is particularly complex or requires the retrieval of a
large amount of information, we may extend this to 40 working days. If
this is the case, we will notify you as soon as it becomes apparent.

While no charges are made for the submission of requests, the council is
entitled to apply reasonable costs for disbursements (i.e. photocopying,
postage etc). Where charges apply we will notify you before releasing the
information.  Please see our published fees and charges:
[1]http://www.eastsuffolk.gov.uk/yourcounci....

 

If you have any queries about this request please contact us at the email
address below.

Please quote the above reference number in any future communications.

 

Please note that for requests received on non-working days the 20 working
days will be calculated from the start of the next business day.

 

Regards

Rachael

 

FOI Team
Suffolk Coastal and Waveney District Councils
Tel: 01502 523627

 

[2]mailto:[Waveney District Council request email]

 

On 1 April 2019, we will become East Suffolk Council – a new ‘super
district’ authority, serving the residents, businesses and communities of
both Suffolk Coastal and Waveney. Importantly, it will be business as
usual and the high quality services you receive from us will not be
affected.

[3]www.eastsuffolk.gov.uk

 

[4]cid:image001.png@01D42A71.76683980[5]cid:image002.png@01D42A71.76683980[6]cid:image003.png@01D42A71.76683980[7]cid:image004.png@01D42A71.76683980[8]cid:image005.png@01D42A71.76683980

 

 

 

 

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FOI, Waveney District Council

6 Attachments

Dear Baptiste Guittet

In response to your recently submitted FOI/EIR request, please find our
reply attached.

Copyright and re-use of information

Information for which the Council holds the copyright may be used for
private purposes but must not be used for commercial purposes unless you
have advised us you wish to re-use it and you have our permission to do
so.

Published datasets may be reused under the [1]Open Government Licence for
public sector information.

In certain circumstances, the Council may be required to disclose
information for which it does not hold the copyright. In these
circumstances you must respect the rights of the copyright owner and seek
the copyright owner’s permission to re-use the information.

Please refer to the Eastsuffolk [2]FOI page for more information about
reuse of information.

This concludes your request.

If you require translation of the information you have been sent, please
contact us.

We proactively publish information and encourage you to check our website
before making a request.

The FOI webpage contains links to some of our most [3]frequently requested
information which is already published on the website.

If you have any queries or are dissatisfied with the information we have
provided in response to your request, please contact us at the email
address below. Please specify in your email whether your request concerns
Suffolk Coastal, Waveney or both authorities.

Details of our Internal Review process can be found on the
Eastsuffolk [4]FOI page.

More information about how we deal with requests under the Freedom of
Information Act, Environmental Information Regulations and Data Protection
legislation can be found in the [5]Access to Information pages of our
website.

Please quote the above reference number in any communication about this
request.

Regards

Sara

Sara Barratt

Customer Experience Officer
Customer Services
Suffolk Coastal and Waveney District Councils
Tel: 01502 523389

[6]mailto:[Waveney District Council request email]

On 1 April 2019, we will become East Suffolk Council – a new ‘super
district’ authority, serving the residents, businesses and communities of
both Suffolk Coastal and Waveney. Importantly, it will be business as
usual and the high quality services you receive from us will not be
affected.

[7]www.eastsuffolk.gov.uk

 

[8]cid:image001.png@01D42A71.76683980[9]cid:image002.png@01D42A71.76683980[10]cid:image003.png@01D42A71.76683980[11]cid:image004.png@01D42A71.76683980[12]cid:image005.png@01D42A71.76683980

 

 

 

 

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